JESSICA COMPTON BACKUS
Rocky Mount,VA
Summary
Energetic and dedicated Customer Service Manager bringing eight years of experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Experienced in various business systems that Cornerstone Building Brands utilizes: AS400, CRM, Customer Center, Paradigm-Accuquote, Window Wizard, Middleware, and Cardinal Portal.
Overview
12
12
years of professional experience
Work History
Customer Service Manager for Retail
Ply Gem
11.2014 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Spearheaded initiatives aimed at reducing average call wait times, significantly improving overall experience metrics.
- Reduced Corporate Escalations by 95%, proactively addressing issues and implementing effective solutions.
Customer Service Representative
Ply Gem Windows
11.2011 - 11.2014
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed at least 40 customer calls per day.
- Contributed to positive work environment by actively participating in team meetings and sharing ideas for improvement.
Education
BBA - Business Management
Patrick Henry Community College
Martinsville, VA05.2006
Skills
- Customer Focused
- Continuous Improvement
- Team Development
- Verbal and Written Communication
- Strategic Planning
- After-Sales Support
- Business Development
- Complex Problem-Solving
- Cross-functional Teamwork
Timeline
Customer Service Manager for Retail
Ply Gem
11.2014 - Current
Customer Service Representative
Ply Gem Windows
11.2011 - 11.2014
BBA - Business Management
Patrick Henry Community College
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